Core Responsibilities Interaction Monitoring: Audit recorded calls, live chats, and email transcripts for accuracy, tone, and policy compliance.
Scorecard Evaluation: Score agent interactions using structured quality matrices and evaluation forms. Feedback & Coaching: Provide constructive, actionable feedback to customer support agents to improve their performance.
Trend Analysis: Identify recurring customer pain points, process bottlenecks, and training gaps across the team.
Calibration: Participate in calibration sessions with team leads and managers to ensure fair and consistent scoring.
Key Performance
Indicators (KPIs) Quality Assurance Score: The average score given to agents based on evaluation criteria.
Customer
Satisfaction (CSAT): Correlating QA scores with direct customer feedback to verify if quality metrics actually drive satisfaction.
Compliance Rate: The percentage of interactions that perfectly adhere to legal, financial, or data privacy rules.